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<div class="font_small color_grey left">Telecommunications Industry</div>
<div class="font_small color_grey right"><strong>Teledirect.com.sg</strong></div>

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<h1>New Product Launch Customer Care</h1>

<strong>The Client</strong><br/>
The client was a new entrant to the fixed line and mobile telecommunications market. In preparing for its first day of operations, it had setup a team of over 60 agents. Still, they anticipated a need for over 100 agents at least for the first 2 months of operations, due to the higher anticipated volume of enquiry calls in its initial period of business.
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<strong>The Case</strong><br/>
The client was recruiting its own team of Customer Service Representatives (CSRs) but concurrently sought the help of Teledirect to provide call-centre agents and team leaders to work at its call centre as time was running out and the product launch was less than a month away.
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<strong>The Strategy</strong><br/>
Teledirect interviewed over 100 call centre agents over a 2-day period, and conducted its proven 10 Golden Rules of customer communication over a 2-day weekend. On the following Monday, Teledirect management brought a team of 60 agents to the client, for product and process training. 2 team leaders were appointed among the agents to provide on-site supervision and support. In addition, Teledirect's project manager conducted on daily site inspections and monitoring.
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<strong>The Results</strong><br/>
Teledirect increased the number of competent CSRs for the client by more than 100 percent, over a one-week period. In addition, when the call volume dropped significantly after this initial 6-week period, Teledirect was able to re-deploy the 60 CSRs among its other client projects, thereby reducing the cost of operations for the client. 
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<strong>The Conclusion</strong><br/>
In-sourcing is an effective solution to temporary increase in qualified headcounts. The cost of employment is lower than hiring temporary staff directly.
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<strong>Our Key Measurements of Success:</strong>
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<li>Absenteeism rate</li>
<li>Quality Assurance score</li>
<li>Knowledge test score</li>
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